Order

[Luciemae2006]

I'm a new customer I placed order last night and paid the upfront fee but not heard nowt back 

[Enlli]

Looks like you should contact the sales team as they can help with that – message them on Social Media if yo can - on Facebook (https://o2uk.co/O2CFB) , 

 Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255, free from any phone or landline

[jamieleewv1]

Don't listen to the people saying 'contact the sales team'

The sales team are clueless, all they say is the order is still awaiting the relevant checks. 

I've never known another network take almost 3 days to credit check before, O2 were never like this until the merger with virgin. 

[pgn]

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@jamieleewv1 wrote:

Don't listen to the people saying 'contact the sales team'

The sales team are clueless, all they say is the order is still awaiting the relevant checks. 

I've never known another network take almost 3 days to credit check before, O2 were never like this until the merger with virgin. 

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Also available via the O2 Social Media team, @Luciemae2006 

 Facebook (https://o2uk.co/O2CFB) , 

 X/Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

They do respond, and you can ping them now and then until you get a response - without having to listen to hours of music played at you on the call queue.

[madasaf1sh]

Well if it is still waiting checks then they either think you are a credit risk, or something on your credit file is causing a red flag, have seen this with EE and Vodafone and when credit is involved they have to do due diligence to  meet regulations.. 

Simple answer is dont like it , cancel the order and move on. to another network, where you run the risk of having the same issue Guide: Cancelling Your Contract 

[jamieleewv1]

So if something is causing a red flag then why haven't they contacted the customers about it? Like the email said it would within 24 hours? 

I have 4 lines with O2, I've upgraded 3 of them before the virgin merger no issues. Only issues arising are since virgin took over. 

Go and look around the forums there are countless people having the same problems. You get an email saying the credit team are looking into your order and they'll get back to you in 24 hours, then 3 days later still nothing. One guy on here was waiting 5 days and still heard nothing. 

I've never seen another network taking 3+ days to perform any credit checks.

The social media sales team don't know either you just get generic responses 'its still awaiting checks according to our system' so o2 either employ 5 staff who work at snails pace to process orders or there is a genuine internal system wide issues where orders are just getting 'stuck'

There are countless posts on here of people having the same issue. 

[pgn]

Agreed, @jamieleewv1 - things have degraded enormously since the VMO2 merger for Tech support, for Credit checks, Ports (in or out!) and for Complaints (look at those here also, how many exceed the 8-week threshold, already lengthy!).

as for reporting a phone theft or loss, or (alas) Fraud when someone has been conned by one of the many   Phishing, Smishing & Scams. Latest info & advice. - well, it truly sucks tobe you with O2 at the moment in most of those areas.

VMO2 have laid off many staff on both O2 and VM sides of the house in since the merger (unsurprisingly!), so it is not unexpected for there to be issues.

As for Sales - well, the change from O2 where people wanted to help, to VMO2 where people were keen to book the biggest sale for the commission....

I would say Social Media is being used increasingly by many companies, so unsurprising to see VMO2 dabbling in that arena for the last while - but the team there is a bare-bones effort too, judging by response times to initial calls, as far as I can see.

Even the O2 Advisors, for the work they absorbed from the Forum, were disbanded last year - just the place where good support has a chance to make a difference.

What can be done? Move? from the frying pan and into the fire, perhaps?

[Oxonian]

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@pgn wrote:

What can be done? Move? from the frying pan and into the fire, perhaps?

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@pgn 

The "Which? 2024 Mobile Survey", as reported by ISP Review, suggests that of the four mobile network operators, the three largest - including O2 - are rated almost equally :-

Tesco Named Best UK Mobile Operator in Which? 2024 Survey - ISPreview UK

https://www.ispreview.co.uk/index.php/2024/04/smarty-named-best-uk-mobile-operator-in-which-2024-sur...

Hence, I concur that from a customer service perspective, there might be little, if anything, to gain from moving.